Digital Services Specialist I

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Digital Services Specialist I

ACCOUNTABILITY STATEMENT Digital Services Specialist I responsibilities will include coordinating the execution of multiple digital channels. The DSS I will adhere to established best practice digital solutions and aid in communication with internal and external members. The DSS I will have excellent communication and interpersonal skills and familiarity with the latest digital and technology trends. The incumbent must be proficient in using multiple service delivery channels including inbound and outbound telephone, chat, email, Internet Banking and video conferencing when applicable for members needing technical assistance with any of VyStar Credit Unions digital services. The Digital Services Specialist I will also be responsible for assisting member with any other Member Service issue. The selected candidate must demonstrate each of the VyStar Excellence behaviors listed below when performing the duties and responsibilities of their job. Ø Focus - Focus your full attention by carefully listening to and observing your member. Ø Connect - Consistently be friendly and approachable. Demonstrate you care. Ø Understand - Listen empathetically and ask questions. (80%/20%) Ø Counsel - Recommend solutions based on your member's needs and objectives. Ø Advance - Ensure that member's expectations were exceeded. Verify necessary follow-up action.

ESSENTIAL JOB FUNCTIONS

• Provide quality member services to our members through our written communication channels (primarily VyChat Services).
• Provide technical support, specific to our Internet and Mobile Banking channels, to our membership in areas including, technical issues / inquiries, website issues / inquiries, program troubleshooting, Bill Payer and device support.
• Maintain extensive product knowledge of deposit products along with operational functions of those products.
• Contribute to process improvements that will maximize performance, reduce expenses, generate income, and/or reduce risks associated with digital services
• Must be efficient at completing complex transactions such as; IRA Maintenance and transactions, Loan Deferment requests, Loan Payment Reversals, Mortgage Maintenance and transactions, ATM and loan hold releases, and cross department communications.
• Must have excellent written communication skills
• Must demonstrate the ability to multitask efficiently to provide superior service to our membership.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS

• Minimum of two years prior experience in a direct member (customer) contact, preferably at a financial institution, and a minimum of 6 months direct Technical Support is required.
• Must be able to work in a fast paced, changing environment and have a strong desire to assist members in meeting their financial needs
• Proficiency in PC skills is also required. Working knowledge of MS Office and various Browsers and Mobile Devices is preferred.
• Expert level proficient in InterAct/Miser, Evolve, Appro, Smart Writer, Client Workstation, CUNA Website, State National Website, Report Retriever, Infocenter (and all its components), , Money Gram, Personix, ATM Image Center, FDI Collateral Manager, XNET, UChoose Rewards Manager, Relationship Manager, UOpen Website, and Compass systems.
• Must have strong initiative and work ethic to manage competing priorities and meet critical project deadlines
• Organizational and time management skills to complete multiple projects in a fast-paced environment while adhering to set timelines and budgets
• Strong ability in communicating clearly and effectively

EDUCATION

• Associate of Art or Associate of Science in business related fields preferred. The minimum requirement for this position is a high school diploma.

DISCLAIMERS AND WORK ENVIRONMENT/PHYSICAL DEMANDS

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.